Overview
As Guarana Hosting adds new features and services for You, and as You add new third-party applications and software, it’s important that we inform You what support services Guarana Hosting provides and what it does not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or Guarana Hosting and is merely intended to specify some of the proposed guidelines of Guarana Hosting’s support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of Guarana Hosting without notice to You. Some of the products and services listed below may not be available in all markets.
Inclusions
- Initial website migration for new orders
- Guidance for Guarana WP specific settings
- Logging in to WordPress admin
- Providing resources on using WordPress
- Providing resources on the error White Screen of Death/”The site is experiencing technical difficulties”
- Provide resources on troubleshooting database connection strings
- Registering or renewing domain names
- Setting up domain names (websites, hosting, and email)
- Using our Hosting Portal
- Managing domain names
- Explaining how to update domain name contact information
- Showing you where to create and edit DNS records
- Modifying DNS records to work with Guarana Hosting products
- Purchasing or renewing Guarana Hosting products
- Setting up Guarana Hosting products
- Showing you the steps to use our products
- Diagnosing connection or access errors
- Ensuring our systems and architecture are up and running
- Purchasing or renewing Microsoft 365 accounts
- Explaining Microsoft 365 features and benefits
- Setting up Microsoft 365 user accounts (mailboxes)
- Resetting your email password or generate a new temporary password
Exclusions
- Modifying DNS records to work with non-Guarana Hosting products
- Configuring advance DNS records
- Troubleshooting third-party DNS records
- Configuring and customizing your application settings
- Troubleshooting network connections
- Creating websites and content (naming, drafting, building, publishing)
- Getting people to your website
- Learning how the Internet works (code, servers, and connections)
- Site design and customization
- Web development and custom plugins
- Troubleshooting custom code
- Configuring your website’s SEO settings
- Configuring and setup of 3rd party plugins
- Configuring and setup of 3rd party themes
- User management
- WordPress Core
- Plugins & Themes Troubleshooting
- Database management
- Any client, script, application or content installed by Customer
- Configuring your website’s SEO settings
- Troubleshooting any third-party services
- Checking for cross-browser compatibility
- Training about your computer, mobile device, or tablet
- Email software (Outlook, Mac Mail, Thunderbird, etc.)
- Control panels or portals for other service providers
- Content Management Systems (such as WordPress, Joomla, Magento)
- Phone support
- Anything else not listed as an inclusion
Exclusions Note
Whilst items not included in the support scope aren’t provided as part of the service, we can provide some of those services for you as a paid option if you require assistance. Our technicians will assist you at our standard hourly rate with a minimum of 1 hour billing paid up front. We also provide a full suite of IT Support and Business IT Services as part of our Guarana IT Brand (https://www.guaranait.com.au).
